Target Shares Best Practices for Enterprise Retail Integration

Target Shares Best Practices for Enterprise Retail IntegrationJason Hendrickson

Thomas Wilson

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Who Are We?

Jason Hendrickson

Product Owner

12 years Service Center experience

6 years as a Software Developer

6 years as Business Analyst

Thomas Wilson

Sr. Solution Architect

15 years in Software Development

8 years Experience with Large Enterprise Integration Projects

Target’s Service Center

Business Overview

CRM Platform Architecture

Integration Types

What’s Next?

Demonstrations

Agenda

Target is a discount retailer that

provides quality merchandise at

attractive prices in clean, spacious and

guest friendly stores. The first store

opened in Roseville, Minnesota in 1962.

Never Heard of Target?

Nearly 1,800Stores

$72.6B 2014 Sales

Nearly 350,000Team Members

Large Scale Opportunity Identified

Service Centers in 2013

Disparate Systems

Fractured Communications

Efficiency Opportunities

Service Centers in 2014

Target Service Centers

Guest Retail Guest Credit Store Support

• Target.com Guest

Services

• Target.com Fraud

• Guest Relations

• GiftCard

Operations

2,000 Agents

• REDcard Guest

Services

• Collections

• Fraud & Dispute

Resolutions

1,500 Agents

• Process

• Facilities

• Stores

Transportation

Support

• Technology

500 Agents

• Guest Account (Data,

Relationships)

• T.com Order Feeds (360

view of customer)

• Order Mgmt, Target.com

(service)

• Financial Systems• IT Service Management

• Facilities – Alarms, Work

Orders

• Agent Users and Contacts

• Store Accounts

Target Service Centers Integration Requirements

Guest Retail Guest Credit Store Support

Integrations: Telephony, Reporting, Identity Federation, Workforce Mgmt

Service Center Systems

Target.com Help /Contact Us

Service CloudSalesforceCase Mgmt

Knowledge MgmtTarget.com Help

CommunicationInfrastructurePhone, IVR, Work Routing, TransferAgent Availability

Store Team Member

Support Portal

Chat

Service Center Systems

Legend

Target.com Help /Contact Us


Knowledge MgmtTarget.com Help

CRMDomain ServicesCase, Guest, Orders,

Worker, LocationProduct, BI

FinanceSystems

CommunicationInfrastructurePhone, IVR, Work Routing, TransferAgent Availability

DataWarehouse

Enterprise ServicesWorker, Location

Product, Guest

Guest MDM

Business Partner Portal

Store Team Member

Support Portal

Mobile TMSupport

Work Order Management

IT Service Management

SSOPING Federate

Chat

Store Alarms

Large Data Load

System Sync

Launch App

Other

TGTAD

ShippingLogistics

Store Alerts

T.com Orders

Large Data Volume

• Bulk API

System Synchronization

• Polling Pattern

• APEX Callouts

Launch External Apps

• Web URL

• Windows DDE

Integration Types

Data Business UI


Knowledge Mgmt

Target.com Help

Domain ServicesCase, Guest, Orders,

Worker, Location

Product, BI

Orders

Enterprise Services

Worker, Location

Product, Guest

Guest MDMGuest,

Guest Relationship

Worker, Location,

Product, Guest

T.com Orders

CRMDomain ServicesCase, Guest, Orders,

Worker, Location

Product, BI

Maximo

Work Orders

Store Alarms


Knowledge Mgmt

Target.com Help

ServiceNow

ITSM Incidents


Knowledge Mgmt

Target.com Help

Finance

Systems

TSYS, Certegy

Shipping

Logistics

MaximoWork Order

Management

Sized jobs for initial load based on limits

Run jobs in parallel mode

Practice load in full copy sandbox

Large Data Volume

Build a solution that can switch

between Bulk & SOAP API

Work closely with Salesforce support

for coordination of bulk loads

Implement error handling for Bulk API

jobs and retry mechanisms


Target.com Help

CRM Domain Services

Guest, Orders,

Worker, Location

Product

Orders

Enterprise Services

Worker, Location

Product, Guest

Guest MDMGuest,

Guest Relationship

Worker, Location,

Product, Guest

T.com Orders

System Synchronization

Create routing logic using routing rules

Use Polling Pattern or Real-time based on requirements

Establish shared Identifiers across systems

Plan reconciliation activity for system synchronization integrations

Implement robust exception handling for diagnosing run-time errors

CRMDomain Services

Cases, Incidents,

Alarms, Work Orders

Work Orders

Store Alarms


ITSM Incidents

Launch External Applications

Evaluate all low level message protocols for sending data to thick clients

Plan significant time for deployment and testing of thick clients

Leverage SSO federation if available in the enterprise

Design configurable query parameters

Be aware of the security implications of passing query parameters

Service CloudSalesforce

Case Mgmt, CTI

Finance

Systems

Thick ClientShipping

Logistics

Public Browser AppWork Order

Management

Internal Browser App

What’s Next?

POS integration

BigObjects

End-to-End Instrumentation

Salesforce Event Monitoring API

Leverage Lightning

Connect/APEX Connector

Framework for Synchronization

Treesave API for multiple object

upserts

Agent Console Demonstration

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Target Shares Best Practices for Enterprise Retail Integration

Technology

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